If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked.
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Compliance Monitoring: Harnessing the power of speech analytics
No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
Automate Call Center Agent Scoring With Voice Analytics Automation
As much as they would like to, call centers cannot afford to manually score 100% of their recorded calls by human monitoring.